Description

Summary

The Helpdesk Technician is the first line of support for users experiencing technical issues. This role focuses primarily on basic IT support, including password resets, software troubleshooting, peripheral setup, and user account maintenance. The technician will assist with hardware setups and ensure efficient and courteous end-user support while maintaining confidentiality.

Essential Functions

• Provides Tier I technical support for end users via IT ticketing system, phone, email, and in-person.

• Troubleshoots issues related to Microsoft Office, Windows OS, basic networking, and approved third-party software.

• Assists users with logging into systems, resetting passwords, and accessing shared resources.

• Tracks and manages service requests through the IT ticketing system.

• Sets up and configures workstations, monitors, printers, and other peripherals, ensuring secure access and protection of sensitive files and systems.

• Escalates complex technical issues to IT Technician I or IT Technician II as appropriate.

• Assists in maintaining an accurate inventory of IT hardware.

• Supports onboarding and offboarding of staff, including workstation preparation and account provisioning.

• Participates in basic user training sessions as directed.

• Maintains strict confidentiality and adheres to data security policies, as the role includes access to all electronic filing systems and sensitive information.

Physical Requirements, Safety, and Environmental Conditions  

• Follows safe work practices, takes an active interest in preventing injury or illness and promoting a safe and healthful environment for self and others, and complies with Hospital and governmental safety regulations.

• Must function independently, have personal integrity, have flexibility and the ability to work effectively with other personnel, clients, and support agencies

• Sits, stands, bends, lifts, walks, and moves intermittently during working hours and ability to lift up to 20 lbs.

Compliance

• Assumes personal responsibility to comply with all Federal, State and local laws governing business conduct, conducts business in an ethical and trustworthy manner, and displays the qualities and characteristics of a professional at all times when dealing with patients, visitors, physicians, volunteers, and fellow employees.

• Exemplifies the Seneca Core Values in all aspects of work responsibilities and demonstrates these values to fellow employees and supervisors.

Quality of Work

• Assumes responsibility for professional customer service when working with the public, physicians, and other departments. 

• Strives for excellence in following policies and procedures.

• Utilizes positive communication skills when interacting with people who work for, are serviced by, or associated with the hospital, to ensure that persons receive the highest degree of attention and courtesy.

• Maintains confidentiality of information received in the department and throughout the hospital by complying with strict confidentiality regulations per HIPAA requirements.

• Promotes professional growth of self and co-workers by participating in on-the-job training, continuing education and assisting with training of new employees.

Why Seneca Healthcare District?

Seneca employees are united in our quest to improve the health and well-being of our patients, and we empower each of our team members to fulfill this mission and reach their full potential regardless of job title or experience level.

To this end, we offer:

• Leading benefits package for full-time and part-time employees, inclusive of health, prescription drug, dental, vision and life insurance coverage.

• Sponsored 403(b) plan, with up to 3% matching contribution, and eligibility to participate in the District-funded pension program following one year of service.

• Generous Accrued Paid Time Off (PTO) and Sick Leave.

• A "One Team" culture of deep respect and admiration across all teams and functions, regardless of role or background.

Qualifications

• Associate degree or IT certification preferred (e.g., CompTIA A+).

• 1+ year experience in an IT related field, helpdesk or technical support role preferred.

• Familiarity with Windows OS, Office 365, and remote support tools.

• Basic understanding of networking and computer hardware.

• Strong communication and customer service skills.

• Team oriented mindset with a passion for problem-solving and growth.